KPIs for Customer Experience

Customer Experience is not an easy thing to evaluate and it can be very challenging to identify which KPIs should be considered for that. The right vision in this process involves lots of insights such as those linked to transactions, satisfaction, service quality, opinion, traffic… Every single moment the customer has with the brand needs to be measured with the right focus.

When a customer is unhappy with a brand, studies say he shares 3 times more than when he’s happy!

KPIs that are connected with insights of satisfaction can be easily measured but the action doesn’t stop here. It needs to follow the customer’s interaction with the brand (likes or dislikes on social media, delivery issues, etc), evaluate the impact (positive or negative) and implement immediate actions (correcting mistakes or thanking the customer for example). Choosing KPIs that are relevant in this new paradigm made of instant gratification, permanent change and uncertainty, is a major challenge. KPIs have to be simple and in real-time, they need to be changed with agility if necessary.  

75% of customers are ready to leave a website and search for another one if content is not optimized!

Optimizing the way brands interact with customers is essential and relevant KPIs can help with that. Implementing KPIs especially chosen because they give the right vision of time interactions, responses quality or appreciation of new apps, etc, can be very useful and efficient in terms of customer experience. Customers are very demanding regarding the quality of websites, mobile apps and so on, and the only way to be aware and up to date is to have a good monitoring of all signals they give.

It takes 4 seconds for a customer to make its choice.

Relevant KPIs are a must-do but monitoring these KPIs is more than a must-do! It’s a question of survival, just because data is eveywhere and the only way to understand it, is to have the right dashboard at the right moment!

Captain Dash can help, so meet the Captain!

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Written by: Bertrand Verret, Chief Revenue Officer at Captain Dash

Faster, smarter, better: data for decisions and actions 

Decisions and actions are directly challenged by an absolute need: speed. Our world does not wait and every second counts. In the business world or in our everyday life with others, we need to act and make quick decisions in order to succeed. Data is in the heart of this phenomenon. It has a speed with no equals, which makes the decision making process more complex for companies.

We need to be faster but also smarter and more efficient, it’s a matter of survival.

Faster The data flow is constantly increasing. It is now a necessity to equip ourselves with solutions that are able to capture and master this data flow. This will help to analyze data in real time and make decisions based on this data. The goal is to make sense of this data, which is translated by taking actions. Data becomes then a real asset devoted to act faster simply because it is actually understood.

Smarter Understanding data and its essential role in a company’s life is key. It needs to be clear, with no silos and this, throughout the entire organization. The idea here is to make data available to everyone by giving them a smart understanding of the economic and general life of the company. By making it available to all, data with simple and efficient dashboards is putting the company under a positive and agile tension.

Better Being better serves efficiency and by being faster and smarter our organizations are on the best path to grow. Today, we constantly work on the move and in networks, that is why we need to be agile and pro-active. Steering our companies with the right KPIs is essential. KPIs give a true evaluation of actions and their impacts serving anticipation and progress.

Captain Dash’s value proposition is that and much more, so contact us now!

"The necessity for CEOs and their teams to implement a roadmap to anticipate their customers’ needs and to offer new services is essential. They no longer can slow down or have a “me too” strategy because of the risk it represents. Data and its transversal dashboard feed this need, they are the antidote for status quo and working in silos. Speed, customer experience, relevancy, growth, new customers… They all are linked to each other. You can open a bank account in 8 minutes with Number26 or book a place in 5 minutes with Airbnb. So why are you still being asked for your needs when you enter your bank or for your preferences at your favorite hotel? Legacy information systems were not designed to answer high-speed and agility needs, that is why you should leave them where they are but build around them with transverse data teams. They are the ones who, with a microservices architecture, will capture the data on legacy systems mixed with data from other sources - from customer accounts to social networks.  You don’t need another Watson but a simple dashboard with data that allows you to grow rapidly and efficiently."

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Written by: Bertrand Verret, Chief Revenue Officer at Captain Dash

Data dashboards and microservices: same battle!

With microservices, complex applications are made of tiny independent programs where each one of them has a specific function and communicate with each other in a very modular and agile way. Just as with dashboards, all business approaches should have simple data where each data would have a specific role and be organized in a very agile way to help the stakes of the company.

Why is this comparison?

Because today, simplicity, modularity and precision are major stakes. Microservices are able to deliver on that and a new vision of dashboards must emerge.

A dashboard should be able to integrate any data. It should offer a simple and efficient view over the business, in real time and in a dynamic way. Its mission should be precise and its use should be easy to help decisions based on what the dashboard is showing. In other words, a dashboard should have the same philosophy microservices have!

At Captain Dash, we apply this philosophy to the dashboards we build for our clients. Our dashboards are simple, ergonomic and dedicated to offer an efficient vision of our clients’ business. Powerful, our dashboards transform the way our clients manage their business in a more efficient and dynamic way.

And of course, we use microservices to build our dashboards…

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Written by: Bruno Walther, CEO & Co-founder of Captain Dash

Data is the new paradigm of marketing

The homo numericus produces in two days what the homo sapiens produced from his birth to the 50’s. This is a complete change of world. 90% of the data produced by humans and machines is not exploited!

50 years ago, we invented the concept of branding. The ability for brands to create a universe where the consumer does no longer buy the functional value of the product but an emotional value, a unique experience to get him through his daily life. This is the way to create an imaginary value that overruns the functional value of a product and this is the true definition of marketing.

Today, data allows us to go further, which is the everyday life of brands such as Tesla, Apple or Runkeeper - to create a unique experience of consumption with data. Each contact made with the brand creates data that is the key for marketers to offer a new experience and engage their customers. Collecting and visualizing the good data generated will help companies to develop and maintain new relationships with individuals, based on a mutual exchange.

Data est definitely the new paradigm of marketing.

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Written by: Bruno Walther, Co-founder & CEO of Captain Dash